Customer Service

Position Overview

The Customer Service team is responsible for delivering a warm, professional, and personalized experience to Reload Sanctuary members and guests.

The role serves as one of the main points of contact between Reload Sanctuary and its members, ensuring that all inquiries, requests, bookings, feedback, and concerns are handled promptly and professionally.

The ideal candidate is confident, service-oriented, highly communicative, and able to communicate very well in English, both verbally and in writing.

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Key Responsibilities

1. Guest & Member Service

• Welcome and assist members and guests in a warm, professional, and personalized manner.
• Provide accurate information regarding Reload Sanctuary facilities, memberships, classes, schedules, services, and promotions.
• Understand member needs and provide appropriate recommendations or assistance.
• Maintain a consistently high level of hospitality and service throughout every interaction.

2. Customer Communication

• Handle customer inquiries through WhatsApp, phone calls, email, social media, and other communication channels.
• Communicate confidently and professionally in English and Bahasa Indonesia.
• Ensure all written communication is clear, polite, professional, and aligned with the Reload Sanctuary brand.
• Respond to customer inquiries and requests within the required response time.

3. Booking & Membership Support

• Assist members with class bookings, appointments, memberships, and other services.
• Assist with membership inquiries, upgrades, extensions, cancellations, and related requests.
• Verify customer information and ensure all transactions and requests are properly recorded.
• Coordinate with relevant departments when customer requests require further assistance.

4. Complaint & Problem Resolution

• Handle customer complaints and concerns professionally, calmly, and empathetically.
• Take ownership of customer issues and follow through until an appropriate resolution is reached.
• Escalate complex or sensitive matters to the appropriate supervisor or management.
• Record customer complaints and feedback for monitoring and improvement purposes.

5. Cross-Department Coordination

• Coordinate closely with Front Office, Membership, Operations, Fitness, Wellness, F&B, Finance, and other relevant departments.
• Ensure customer requests are communicated clearly and followed up in a timely manner.
• Support the team in maintaining smooth communication between members and internal departments.

6. Member Experience

• Build positive and professional relationships with members.
• Recognize returning members and provide personalized service where appropriate.
• Proactively identify opportunities to improve the member experience.
• Collect and communicate customer feedback to management.
• Support Reload Sanctuary's standards of premium hospitality and wellness service.

7. Administrative Duties

• Maintain accurate records of customer inquiries, complaints, requests, and follow-ups.
• Ensure customer information is handled confidentially.
• Follow all company policies, SOPs, and service standards.
• Prepare or assist with customer service reports when required.

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Required Qualifications

• Minimum 1–2 years of experience in Customer Service, Guest Relations, Front Office, Hospitality, Wellness, Fitness, or a related field.
• Fluent / very strong English communication skills, both verbal and written.
• Excellent Bahasa Indonesia communication skills.
• Strong interpersonal and communication skills.
• Professional appearance and positive attitude.
• Strong customer service and problem-solving skills.
• Able to remain calm and professional when handling complaints or difficult situations.
• Comfortable working in a fast-paced hospitality and wellness environment.
• Proficient in basic computer systems and communication platforms.
• Willing to work shifts, weekends, and public holidays when required.

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Preferred Qualifications

• Experience in a premium hotel, resort, wellness center, gym, hospitality, or lifestyle environment.
• Experience handling international guests or members.
• Experience using CRM, booking, membership, or customer service systems.
• Strong knowledge of wellness, fitness, hospitality, or lifestyle services.
• Additional language skills are an advantage.